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Hotel cancelled booking made with Clubcard vouchers - who do I ask for refund? Tesco or Hotels.com?

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124

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  • Vickiem
    Vickiem Posts: 10 Forumite
    10 Posts
    Keep on at them - I finally got mine back - took 5 months of constant moaning to them an Tesco but got there in the end 
  • Snarf999
    Snarf999 Posts: 133 Forumite
    Part of the Furniture 100 Posts Combo Breaker
    Will do! I'm trying the hotels.com route first, but every agent I speak to puts me on hold for "a few minutes", 20 mins later nothing. Maybe it's a policy of theirs for not refunding by essentially avoiding anyone who asks!
  • Vickiem
    Vickiem Posts: 10 Forumite
    10 Posts
    i found it easier with online chat - Tesco have WhatsApp number you can message - I just constantly carried on and told Tesco until it was rectified I would not shop with them anymore (spend a fortune there ) I got it back in 4 days 
  • Snarf999
    Snarf999 Posts: 133 Forumite
    Part of the Furniture 100 Posts Combo Breaker
    Tried over the phone, got loads of apologies but told there's absolutely nothing they can do as they've paid for a hotels.com voucher. I said it's strange that some people have complained and received refunds and others hadn't, he just apologised and said there's nothing that can be done again. Really frustrating, would it really be any different over WhatsApp?
  • Vickiem
    Vickiem Posts: 10 Forumite
    10 Posts
    They passed it to a relationship /business development manager - who hold the relationship with hotels 
  • Snarf999
    Snarf999 Posts: 133 Forumite
    Part of the Furniture 100 Posts Combo Breaker
    Ha! I was told there was no one else who dealt with it and that they just call the same number as I did...
  • Snarf999
    Snarf999 Posts: 133 Forumite
    Part of the Furniture 100 Posts Combo Breaker
    Got the following from hotels.com, same message they keep giving. I've fired it at Tesco (who still say it's not their problem!).

    Hello
    Thank you for allowing us to further review your booking. Since the hotel cancelled your booking, we were able to refund you the cash portion of 6.60 GBP and you should receive and email with the Tesco voucher within 30 days of the check out date. If you don't get an email with the Tesco voucher, be sure to check your spam and trash folders or contact Tesco directly.

    We are grateful for your business and hope you and your families stay safe and healthy. 

    Kind Regards, 

    The Consumer Relations Team
  • Vickiem
    Vickiem Posts: 10 Forumite
    10 Posts
    Yea said that to me twice - then when I gave up it’s hotels I received the email 
  • Snarf999
    Snarf999 Posts: 133 Forumite
    Part of the Furniture 100 Posts Combo Breaker
    Finally got Tesco to acknowledge that hotels.com were pointing the finger of blame at them (having copied one of their emails). They've now escalated to corporate to discuss! (But could take 6-8 weeks)
  • Same story here. The bit I'm struggling to understand in process terms is what has happened to the "money". I converted £100 of vouchers to put against £300 of a free cancellation booking with Hotels.com. I am wanting to change my dates due to covid restrictions re-surfacing in Italy recently and am now not going to receive a "service" so who now holds my"money" - Tesco or Hotels.com? This seems to be all over Trust Pilot too. Both companies are hiding behind their T&Cs. Is there anyone with a legal background who can advise as to whether we have any rights in this respect. Can MSE fight on our behalf?
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